Dynamics 365 Contact Centre

As a trusted Dynamics 365 Contact Centre partner, we help organisations implement a modern contact centre solution that transforms customer service into something smarter, faster, and future-ready. We’ll get you up and running with seamless multichannel experiences, smart automation, and AI that cuts call volumes and wait times. With a single, unified view of every customer interaction, Dynamics 365 gives your teams the insights and tools they need to boost efficiency and deliver exceptional service, at scale and with ease.

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Take advantage of Microsoft funding programmes

Take advantage of Microsoft funding programmes for Modern Workplace deployments. As an Azure Expert MSP, Transparity can help you access funding opportunities that support your move to a modern Dynamics 365 Contact Centre solution, reducing implementation costs while accelerating transformation.

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Transform Your Customer Service with Microsoft Dynamics 365 Contact Centre

Dynamics 365 Contact Centre is a powerful cloud solution that brings every customer interaction — voice, chat, email, social — into one place. With clear reporting and smart analytics, your QA and Business Analysis teams get instant insight into performance, utilisation, and what’s really happening in your contact centre.

Whether you plug it into your existing CRM or use the built‑in Case Management tools, Dynamics 365 uses AI and intelligent automation to streamline communication, boost agent productivity, and create faster, more personalised customer experiences. (Want a closer look? Check out the interactive demo.)

Seamless Omnichannel Engagement

Resolve customer issues faster by meeting people on the channels they prefer. Dynamics 365 Contact Centre enables consistent conversations across voice and digital channels so customers receive the same high-quality service wherever they start their interaction. Unified routing intelligently directs requests to the right agent while preserving conversation history. Agents can pick up conversations instantly without forcing customers to repeat themselves. Whether you operate a traditional Microsoft Dynamics call centre or a modern digital support operation, the result is smoother interactions and a better overall customer experience..

Smart Automation & Real‑Time Insights

Let AI take the strain. Virtual agents, smart routing, and automated workflows help customers self‑serve and free your team from repetitive tasks — while giving agents a real‑time view of every interaction. Deliver self‑service with AI agents. Tap into AI‑powered insights to spot trends and boost satisfaction. Your team gets the context they need. Your customers get answers faster.

Advanced Tools for Truly Exceptional Service

Dynamics 365 comes packed with features that level up every interaction: Conversation summaries; IVR; Sentiment analysis; Live transcription; AI‑powered translation; Deep Microsoft; Teams integration; Custom dashboards and reports. Everything you need to monitor performance, coach agents, and keep service consistently high.

Empower Agents with Training & Coaching

Great service comes from great teams. Dynamics 365 helps you develop your agents with built‑in coaching tools, performance monitoring, and feedback loops that support continuous improvement. Access targeted coaching tools. Track progress with analytics. Keep interactions consistent across the team. Invest in your people, and every customer feels the benefit.

Transparity supported our migration to Microsoft 365 and it was one of the smoothest technology transitions we've experienced. Their consultants were professional, thorough, and always responsive throughout the project.

Pete McGarel
Pete McGarel, London & Partners

Dynamics 365 Contact Centre Solution

As your trusted Dynamics 365 Contact Centre partner, we make modernising your customer engagement simple. We handle everything — from reviewing your current setup to designing, building, and rolling out a tailored Dynamics 365 Contact Centre solution. Every step is coordinated around your needs so you get a scalable, unified system that delivers brilliant customer service.

Assessment

We start by analysing your existing contact centre tools and processes. You get clear insights, practical recommendations, and a solid plan for moving to Dynamics 365 Contact Centre with confidence.

Discovery & Design

Next, we dig into how your contact centre really works — from workflows to customer journeys. Then we design a tailored Dynamics 365 solution that aligns perfectly with your goals and the experience you want to deliver.

Adoption and Change

Tech only works when people use it. We support your teams with comms, engagement plans, and training to ensure everyone’s ready, confident, and excited for the switch to Microsoft Dynamics Contact Centre.

Implementation

Our technical experts configure and deploy your solution to fit your organisation’s needs. We integrate with your CRM and communication channels to create a smooth, future-ready setup.

Functional Testing

Before anything goes live, we test all features thoroughly with your stakeholders to make sure everything works exactly as expected — in real-world scenarios.

End-user Training

We equip your agents with practical, expert-led training so they feel confident using Dynamics 365 Contact Centre from day one. Better skills = better customer experiences.

Pilot (UAT)

A selected group of users test the system in live conditions. We gather feedback, fine-tune the setup, and confirm the solution is ready for your full team.

Go-Live (Migrations)

Finally, we manage a smooth migration — including contact data, accounts, and integrations — and stay hands-on during go-live to ensure everything runs seamlessly from day one.

Our Digital Workplace Experience

We help organisations unlock the full potential of Microsoft technologies including Microsoft 365, Teams, SharePoint, Viva, and Intune.

This expertise enables us to deliver fully integrated Dynamics 365 Contact Centre solutions that connect collaboration tools, CRM systems, and customer engagement platforms into one seamless environment.

As a trusted Microsoft Solutions Partner with 200+ Microsoft-certified experts, we help you build a digital workplace that’s ready for the future.

Supported M365 Users

Dynamics 365 Contact Centre is designed for organisations of all sizes across various industries. Whether you have a small support team or a large, global contact centre, the solution can be tailored to your needs.

Can I integrate third-party applications?

Yes, Dynamics 365 Contact Centre supports integration with a wide range of third-party applications and services via APIs and connectors, enabling you to extend its functionality to fit your business processes.

How customisable is the platform?

The platform offers extensive customisation options, including workflows, agent scripts, reporting dashboards, and automated processes. You can tailor the contact centre to match your organisation’s branding and operational requirements.

What AI features are available in Dynamics 365 Contact Centre?

AI capabilities include sentiment analysis, real-time suggestions for agents, intelligent routing, automated responses for common queries, and forecasting tools for workforce planning.

Can I automate routine tasks?

Absolutely. The platform’s automation features enable you to automate repetitive tasks like ticket creation, follow-ups, data entry, and even customer engagement through virtual agents or chatbots.

How is Dynamics 365 Contact Centre licensed?

Licensing is flexible and based on user or agent seats, with different tiers depending on required features. Transparity can utilise our broad experience to advise on the best licensing model for your needs.

What does a Dynamics 365 Contact Centre partner do?

A Dynamics 365 Contact Centre partner helps organisations design, implement, and optimise their contact centre environment using Microsoft technologies. This includes assessing existing systems, deploying Dynamics 365 solutions, integrating communication channels, and ensuring teams adopt the platform successfully.

Credentials

The UK's Most Accredited Pureplay Microsoft Partner

Transparity holds all six of Microsoft's Solutions Partner Designations and Azure Expert MSP status.

We recently became the UK’s first Microsoft Frontier Partner, a designation Microsoft only gives to a select group of AI trailblazers setting the pace for what’s next; and we're among the first wave of partners recognised for Support Services.

This secures our position as the UK's most accredited pureplay Microsoft partner, and places us in the top 0.01% worldwide.

Intelligent Automation
Migrate Enterprise Applications to Microsoft Azure
AI Platform on Microsoft Azure

Winner

2025 Partner of the Year

Nonprofit Award

Frontier Partner

Discovering and Managing Data with Microsoft Purview (Part 1)

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Speak with a Contact Centre Expert

Whether you're replacing a legacy contact centre, connecting Dynamics 365 to your existing CRM, or looking to harness AI-powered automation to reduce call volumes and improve customer satisfaction, our team is here to help.

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Dynamics 365 Contact Centre Partner for Smarter, Faster Customer Service